Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction

Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction

This study aims to examine the relationship between Service Quality (SQ), Customer Satisfaction (CS) and Customer Loyalty (CL) in the Jordanian Commercial Bank. This Study also, investigates CS as a partial mediator of the impact of SQ on CL. Data was collected from 210 customers who work at the Jor...

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Bibliographic Details
Main Authors: Rawan Alafeshat, Uju Violet Alola
Format: Article
Language:English
Published: Editura Universitara 2018-09-01
Series:Academic Journal of Economic Studies
Subjects:
Quality service
SERVQUAL
customer satisfaction
customer loyalty
commercial bank
Online Access:http://www.ajes.ro/wp-content/uploads/AJES_article_1_197.pdf

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